https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/notification/task/t_Crea...
In ServiceNow, emails can be recognized and processed by the system using the Email Integration functionality. This allows you to configure ServiceNow to receive, process, and create records from incoming emails. Here's how the system typically recognizes emails:
Inbound Email Actions: In ServiceNow, you can set up "Inbound Email Actions" which define how the system should process incoming emails. These actions specify which mailbox or email address to monitor and what actions to take when an email is received.
Inbound Email Actions Scripting: Within an Inbound Email Action, you can define scripts that specify how to process incoming emails. These scripts can extract information from the email's subject, body, and other headers to determine the type of action to take.
Scripted Email Processing: You can use scripting (typically JavaScript) to parse the content of incoming emails. For example, you can extract keywords from the subject line or specific patterns from the email body to determine what action should be taken.
Create or Update Records: Once the content of the email has been parsed and relevant information is extracted, you can use scripts to create or update records in ServiceNow. For instance, you might create an Incident or a Change Request based on the content of the email.
Email Scripting
